Customer Service Advisor

WHAT''S IN IT FOR YOU? Supportive team environment Hybrid working pattern with flexible in-office days 25 days'' holiday plus bank holidays Life Assurance x 3 Employer pension scheme (8%) Paid day for volunteering each year Staff discounts on products Discretionary bonus scheme up to 2,400 annually MUST HAVE''S Experience in a customer service role Excellent communication skills (verbal and written) Proactive approach to customer servicing Strong organisational skills with attention to detail Ability to work under pressure and meet SLAs Good computer literacy and quick to learn new processes NICE TO HAVE''S Experience with e-commerce platforms (Shopify, NetSuite, Amazon) Experience resolving customer complaints and escalations Knowledge of courier processes and logistics Experience working in retail or product-focused environments SO, WHAT WILL YOU BE DOING? Handling high volumes of customer enquiries via all communication channels Providing product advice, aftercare, and support to customers Resolving queries related to orders, refunds, and deliveries promptly Communicating with courier providers to resolve shipping issues Responding to online reviews and feedback on FeeFo and Trustpilot Processing and managing orders on Shopify and internal systems Monitoring order statuses and customer accounts in NetSuite Addressing customer complaints and escalating when necessary Collaborating with internal teams such as Stock Control, e-Commerce, and Quality Control Contributing ..... full job details .....